Aged Care Quality Standards
ACQS25-2.11 Transparent complaint handling that feeds improvement
Clause and reference 15-15(11) of the Aged Care Rules 2025 · our reference ACQS25-2.11
The requirement
The provider acknowledges and openly manages every complaint and piece of feedback, and uses them to improve its funded aged care.
Our wording of the requirement: our statement of what the clause asks, not the instrument verbatim. Source: Aged Care Quality Standards on the compliance desk.
The evidence to bring
- Complaint acknowledgement and resolution timeframes
- Open disclosure records
- Complaint trend analysis reported to the governing body
- Improvements traced to complaints
What assessors commonly find
- Complaints resolved without acknowledging the complainant
- No link between complaints data and improvement plan
What evidence do I need?
For ACQS25-2.11 Transparent complaint handling that feeds improvement, the evidence to bring is: Complaint acknowledgement and resolution timeframes; Open disclosure records. It sits under Standard 2 - The organisation and the instrument's own clause is 15-15(11). Keep every record dated, signed and current, and name who owns it.
Answer the reviewer first
Show me complaint acknowledgement and resolution timeframes, and tell me who owns it and when it was last reviewed.
That is the question a quality assessor opens with for this requirement. Have the record on the desk and the date it was last reviewed to hand.
Read your own evidence against this clause
Paste your policy or evidence pack and the reading marks, line by line, whether a phrase from this requirement appears and quotes your own words when it does. It is a reading of your text, not a compliance result; a quality assessor decides whether a requirement is met. Read your pack, free See the paid reading